Job Summary

　　Responsible for managing help desk personnel and all operational functions related to providing Support Services to HCP and other Service profiles. Includes call forecasting, staffing and scheduling of Analysts, basic ops processes (various Q monitoring), Operational reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, abandon, First Call Resolution, etc.) and that quality thresholds are met (cust sat, qa scores, etc.). Span of control also include QA, training and remediation, as well as reporting.

　　Principal Responsibilities: (Essential Functions)

　　Staffing related processes

　　Participate in HD Analyst recruiting.

　　Identify staffing requirements based on forecasted call volume.

　　Own People management functions for all staff managed (performance reviews, etc.)

　　Responsible for high morale of all HD staff (Analysts, Supervisor, etc.)

　　Operational Processes

　　Forecasting process – coordinate with Acct Team to forecast call volume based on trends so far and upcoming events. Build/adjust staff model based on forecast.

　　Scheduling – build and adjust schedule across all functions (analysts, supervisor, q monitoring functions, etc.)

　　React to short term staffing issues (people out, holidays, call spikes, etc.)

　　Ensure Help Desk Analysts staff meet efficiency requirements, as laid out by management.

　　Quality

　　Continuously measure all SLAs: ASA, Abandon, First Call Resolution, escalation hand off times, customer satisfaction, etc. and take corrective action when necessary.

　　Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Cust Sat, etc. and coordinate corrective actions (additional training, targeted qa, etc.) with the Assistant Manager QA

　　Document all operational processes in SOPs.

　　Ensure all HD Staff follow SOPs as laid out by management, including ServiceWare usage.

　　Change Management: stay in contact with client and US team to proactively identify and plan for change on the desk.

　　Cross-Tier Communication

　　Maintain constant communication with other Tiers: Hardware Ops, Tier 2, Client Ops resources, etc.

　　Ensure fluidity of interactions with other tiers (escalations, etc.)

　　Reporting

　　Ensure all relevant Operational data is reported on.

　　Analyse Ops Data and take corrective action.

　　Job Requirements

　　Skills

　　Subject matter expert on telephony tools (CISCO, Twilio) and supporting infrastructure.

　　Excellent oral and written communication skills.

　　Superior organization and prioritization skills.

　　Microsoft Products and Internet applications.

　　Strong interpersonal skills.

　　Education

　　Bachelor’s degree Business, Computer Science, related disciplined, or equivalent combination of professional experience.

　　Command of English.

　　Experience

　　Help desk management experience.

　　Extensive personnel management experience leading teams in a fast-paced environment.

　　IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

　　IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

　　To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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